Case Study: One to One Contacts achieves improved customer experience and reduced operational costs with Alvaria (Aspect Unified IP)

One to One Contacts - Customer Case Study

One to One Contacts (OTO), a subsidiary of Samart Corporation, provides outsourced contact center and customer relationship management services to public and private organizations across Thailand and is exploring expansion into Cambodia, Laos, Myanmar and Vietnam. After 13 years of growth, OTO identified a need to improve system integration and outsourcing capabilities to cut costs, streamline scattered processes across multiple contact centers, and better blend channels (voice, email, web, fax) while capturing timely performance data.

OTO implemented Aspect Unified IP with browser-based applications and IVR scripting to centralize operations, automate workflows and deliver a unified agent desktop. The change reduced hold times, improved agent responsiveness and customer satisfaction, shortened deployment from four months to two, lowered operating and IT complexity, and produced measurable cost savings and productivity gains across inbound/outbound and multi-channel interactions.

One to One Contacts

Sukanya Vanichjakvong

Managing Director